Chapter 7

IT and business unification is a process aimed at ensuring that information technologies support corporate goals and objectives.

False

One of the best ways to design a presentation is to begin with a flowchart.

False

Simply capturing data actually can prevent incidents and make it possible for companies to monitor and improve their services.

False

To minimize scope deviation, many companies have a project change control process in place for reviewing and approving scope changes.

False

Typically, companies strive to place most of the emphasis on tangible, rather than intangible, goals.

False

Typically, people with strong technical skills are assigned the role of project manager, because they also have strong managerial skills.

False

Typically, service trends are negative.

False

When making a presentation, the "one size fits all" approach applies. Your presentation should be designed so that it applies to all types of audiences; technical and non-technical, management and non-management.

False

Data collected by service desk analysts is used to ____. -track outstanding incidents and service requests -measure analysts' performance -measure customer satisfaction with the company -All of the above.

All of the above

____are the rules and standards that govern the conduct of a person or group of people. -Moral codes -Ethics -Governing policies -Mores

Ethics

Which is true about projects? -All projects require a team. -The project overview is a summary document that describes the project, its objectives, and how the objectives are to be achieved. -The project stakeholder is responsible for ensuring that the project is aligned with the organization's business goals. -One of the project manager's most important responsibilities is developing and maintaining the project plan.

One of the project manager's most important responsibilities is developing and maintaining the project plan

Which is true? -CIOs and hiring managers do not expect technical professionals to possess business skills. -Some business skills can be acquired by observing and inquiring about the activities that occur where you work. -CIOs and hiring managers do not expect technical professionals to think like businesspeople. -All of the above.

Some business skills can be acquired by observing and inquiring about the activities that occur where you work

During your presentation, if answering questions and throwing off your timing is a concern, ask your audience to please hold their questions until the end. If you do answer questions as they are asked, remember to answer the question asked and only the question asked. Resist the temptation to go off on a tangent.

True

Trend reports make it possible to determine the most common problems and also make it possible for analysts to identify anomalies, or deviations or departures from the average or the norm.

True

When rehearsing your presentation, what is important to remember? -If you are an experienced speaker, there is no need to rehearse your presentation. -It is better to have your presentation run a little bit long than a little short. Typically you speak faster when actually presenting, so you will make up the time. -Memorizing a presentation is often key to enabling inexperienced speakers deliver a perfect presentation. -When rehearsing, note where you should be at the halfway point of your allotted time. That way, if you are ahead, you can add another example or two, or if you are behind, you can pick up the pace.

When rehearsing, note where you should be at the halfway point of your allotted time. That way, if you are ahead, you can add another example or two, or if you are behind, you can pick up the pace

Knowledge of what would be considered service industry knowledge? -customer service and support industry -financial practices -engineering -software development

customer service and support industry

Justifying improvement initiatives typically involves stating the expected benefits in the form of goals or objectives and expressing those goals as what? -benchmarks -baselines -metrics -tangibles

metrics

Which would be best to show how parts relate to the whole? -pie chart -line chart -bar chart -Gantt chart

pie chart

Who has ultimate authority over a project? -project sponsor -project owner -project stakeholder -project manager

project sponsor

Which process is performed to determine why incidents are occurring so steps can be taken to prevent similar incidents from occurring in the future? -trend analysis -root cause analysis -symptom analysis -cost benefit analysis

root cause analysis